In contact centers, agent turnover is a major problem that results in hiring expenses, uneven client satisfaction, and decreased productivity. High workloads, rigorous schedules, and a lack of support make it difficult for many contact centers to retain agents.
As stated in a TechTarget article, the turnover rates in the contact center industry are rising again. After declining from 38.1% in 2017 to 21% in 2019, rates spiked to 30.5% during the peak of the epidemic in 2021 before falling once more to 21.8% in 2022. By the end of 2024, rates are expected to have increased to 31.2% from 28.1% in 2023.
A good turnover rate is around 10% to 15%. However, according to data, it can be about 85% for certain businesses, which is much too high.
Providing appropriate support systems and managing workload proactively are two of the best strategies for dealing with these problems. This article examines how contact centers may implement workload optimization techniques and create encouraging environments to lower agent turnover and increase operational effectiveness.
Understanding the Impact of Workload on Agent Retention
Burnout has become a significant problem across the entire US workforce and not just the contact center industry.
The Society for Human Resource Management (SHRM) surveyed 1,405 US employees to understand the mental impact of work on them. Around 44% of the employees cited that they are burned out at work. At the end of the workday, 51% of employees feel “used up,” and 45% feel “emotionally drained” from their jobs.
While many employees today feel burnout, contact center agents are more prone to it. With many calls, emails, and chat conversations daily, contact center representatives are frequently on the front lines of customer care.
Managing heavy workloads with demanding performance and speed standards may be extremely stressful, particularly if agents don’t have enough resources and assistance. Stress and burnout, two prevalent causes of turnover in the sector, might result from this strain.
In order to establish a positive atmosphere where agents feel appreciated and prepared for success, workload management is essential. Contact centers may make data-driven decisions that balance workloads and match them with agent skills by examining call volume, interaction complexity, and staffing requirements.
Maintaining agents in their positions over the long run depends on this balance, which lessens tiredness and increases job satisfaction.
The Role of Contact Center Optimization in Reducing Turnover
Optimizing contact centers entails improving several areas of business operations, such as scheduling, personnel, technology integration, and customer experience tactics. Although optimization initiatives frequently concentrate on raising customer happiness, they also significantly improve the agent experience.
For example, artificial intelligence (AI) has been used extensively in this industry to optimize calls and provide support to agents. Around 94% of the respondents in a survey show that using conversational AI has helped increase the productivity of contact center agents. The size of the global call center AI market is, therefore, anticipated to increase at a CAGR of 22.4%. From $1.8 billion in 2023, it can potentially reach $13.6 billion by 2033.
According to Observe.AI, conversation AI or conversation intelligence can be used to empower agents with quick access to information. It can offer real-time guidance to agents during calls, providing suggestions or prompts based on customer queries. Natural Language Processing (NLP) can understand both customer’s and agent’s queries and offer a simple and easily understandable response.
Another example can be the use of conversation AI to reduce workload. Conversation AI can answer routine and frequently asked questions, freeing up agents to work on more difficult and interesting jobs. This lessens the strain of answering routine questions, which results in better job satisfaction.
All such applications of conversation AI and other technologies can help with contact center optimization. Several tasks, ranging from visibility into customer data to resource allocation, can be done with the help of conversation intelligence. This can reduce the work pressure on agents and make them feel appreciated and more satisfied.
Using workforce management (WFM) software is another essential component of optimization. WFM systems estimate demand by analyzing both historical and current data, which aids managers in precisely allocating personnel levels. Agents are more likely to be content and less likely to quit their jobs when their workloads are reasonable.
According to Grand View Research, in 2022, the labor-management market was estimated to be worth $8.07 billion worldwide. Additionally, it is anticipated to expand between 2023 and 2030 at a CAGR of 11.7%. The necessity of workforce optimization for the ideal workload is one of the main causes propelling this rise. Increasing cloud deployment and adhering to regulatory requirements are other factors.
Strategies for Proactive Workload Management
Instead of waiting for problems to occur, managers may foresee difficulties and modify plans of action to keep a sustainable workplace. This strategy includes a number of strategies, such as demand forecasting, flexible scheduling, and establishing explicit performance standards.
A key component of proactive task management is accurate forecasting. Contact centers can forecast demand and allocate resources appropriately by examining historical interaction volumes and considering seasonal patterns or promotional activity variables. This planning ensures sufficient resources to manage any surges in client contacts and helps avoid overburdening workers during peak hours.
A workforce management tool can be useful here, as it allows you to collect data that can be used for forecasting. Some advanced WFM tools also enable workload simulation that allows you to make informed decisions. This way, you can create the most effective set of multi-skilled schedules. You can then adjust the schedules in relation to your contact center environment.
It’s also critical to establish reasonable and unambiguous performance standards. When agents believe they are being set up for failure or that performance standards are impossible to meet, they frequently quit.
Managers who collaborate with agents to establish attainable goals and offer regular feedback promote a sense of achievement and alignment with the company’s objectives. This proactive approach to task management guarantees agents the clarity and ability to fulfill performance requirements without feeling overburdened.
Frequently Asked Questions
How can contact centers assess whether their task management plans are working?
Contact centers can monitor measures like average handling time, agent productivity, schedule adherence, etc., to gauge the effectiveness of workload management tactics. Examining agent feedback and retention rates may also provide insights into whether workload management techniques benefit agents. Workload management is frequently a good sign if agents report feeling less stressed and if turnover rates drop.
How can leadership contribute to lower agent turnover?
Establishing a culture that supports and acknowledges agents requires strong leadership. Proficient leaders regularly solicit agent input, communicate honestly, and include agents in choices that impact their jobs. Managers who understand the difficulties agents encounter and offer regular assistance, such as coaching and training, produce a more stable, encouraging work environment.
Which kinds of training work best to lower agent turnover?
Training that emphasizes both technical skills and soft skills greatly aids in reducing turnover. While technical training guarantees that agents feel confident with the tools, soft skills assist agents in handling difficult client interactions. Continuous training fosters loyalty and lowers turnover by enabling agents to advance within the company and grow overtime.
Lowering agent turnover at contact centres necessitates a blend of careful workload management, process improvement, and agent-centred support solutions. By proactively controlling workloads, implementing the right technology, and cultivating a positive working culture, contact centers can establish a long-lasting environment where agents flourish.
Retaining qualified agents improves the contact center’s overall effectiveness while also reducing turnover-related expenses. Therefore, reducing turnover via proactive assistance is an investment in a more robust and healthy contact center, not merely a tactic.
